User Community Feedback

A version of this feature existed in CJPv1 as "Queue Precedence". For an agent that becomes available and could answer calls from multiple queues which have contacts waiting, this feature would allow an agent/team to prioritize one queue over another regardless of which contact was next or what priority the contact had.

The key use case for this is for agents with special skills that should be answering specific types of calls/queues and only answer other queues if their special skills are not required. For example, take a call center with only a couple Spanish speaking agents. Customers are requesting that these agents should 'always' answer the spanish queues (regardless of how long english speaking contacts have been waiting) before they answer the english speaking queues. This same logic can be applies to any specially skilled agent.

This scenario is not the same as "picking the best available agent". Instead, this feature is used when a single agent becomes available and is "picking between different contact queues."